Products and Services

All customers receive Basic Support when they have a Realeyes account. All plans, including Basic Support, provide 24x7 access to documentation, whitepapers, support forums and business hours* access to customer service.

For access to technical support and additional Support resources you must be on one of our subscription plans.

Basic

Standard

Enterprise

Included With

Pay-per-use and Bronze Subscriptions

Silver Subscriptions

Gold Subscriptions

Resources

24x7 access to documentation, whitepapers, and support forums

24x7 access to documentation, whitepapers, and support forums

24x7 access to documentation, whitepapers, and support forums.

Customer Service

Business hours* access to customer service via web form, email and phone

Business hours* access to customer service via web form, email and phone

Business hours* access to customer service via web form, email and phone

Technical Support

Not included

Business hours* access to Support Associates via web form and email

Business hours* access to Support Engineers via web form, email and phone

Who Can Open Technical Support Tickets

Not included

Five primary contacts / Unlimited tickets

Unlimited contacts / Five contacts for high and urgent severity and phone / Unlimited tickets

Ticket Severity / Response Times**

Low: < 24 hours

Normal: < 12 hours

Low: < 24 hours

Urgent: < 1 hour

High: < 4 hours

Normal: < 12 hours

Low: < 24 hours

Integration Support

Not included

General guidance

Consultative review and guidance based on your applications and solutions

* Business hours are defined as 9:00 AM to 5:00 PM in the UK time zone, excluding UK, US holidays and weekends.

** Based on the severity of your inquiry, we will make every reasonable effort to respond to you within these timeframes.

Scope of Customer Service

Our customer service offers support for Realeyes platform on non-technical matters and stands as a first point of contact. Example tasks:

Help to order a new project

Answer general enquiries about our services or products

Help and training for our platform

Resolve any account set-up or billing issues

Order professional services

Realeyes Customer Service does not include:

Technical Support and help as outlined in the scope of technical support section

Scope of Technical Support

Our Technical Support tiers cover development and production issues for Realeyes products and services, along with other key platform components. It covers:

"How to" questions about Realeyes services and platform features

Best practices to help you successfully integrate with our platform

Troubleshooting API and SDK issues

Troubleshooting operational or systemic problems with our platform

Issues with our Delivery Site, Environment Checker or other tools

Problems detected by status monitoring

Realeyes Technical Support does not include:

Code development

Debugging custom software

Performing system administration tasks

Performance tuning

Design of UX

Support Center

From the Support Center, all customers on an enhanced support level can:

Open a ticket online with Support via web support form, email or phone

Send us more information by adding additional correspondences to your existing ticket

Check on the status of your open tickets

Track any telephone or online correspondence between you and our support engineers

View the platform status dashboard

Jump to other handy resources like the Discussion Forums and the FAQs

Contact Methods

From the Support Center, all customers can open a ticket online or over e-mail. Designated contacts on Enterprise tier Support can call to our Enterprise Support hotline for technical support over the phone.

Ticket Severity and Response Times

Our goal is to provide an appropriate level of urgency to each ticket based on the impact to your business. Opening tickets with the appropriate level of severity will help us get you in touch with the right Support professionals within the target response times.

Severity

Urgent: Your business is significantly impacted. Important functions of the platform are unavailable.

High: Important functions of the platform are impaired or degraded.

Normal: Non-critical functions of the platform are behaving abnormally, or you have a time-sensitive development question.

Low: You have a general development question, or you want to request a feature.

Response Times

Our target response time will vary based on the impact you tell us the issue is having on your business. We will make every reasonable effort to respond to your initial request within the timeframes in the table below during our business hours*.

Area

Urgent

High

Normal

Low

Enterprise

1 hour or less

4 hours or less

12 hours or less

24 hours or less

Standard

12 hours or less

24 hours or less

Basic

24 hours or less

* Business hours are defined as 9:00 AM to 5:00 PM in the UK time zone, excluding UK, US holidays and weekends.

Weekend Coverage

Support coverage during weekends is not included in our subscriptions. It's possible however to obtain weekend support coverage for a monthly fee.Please contact our Sales Department or Your Customer Success representative for more information.